When I use my Koodo phone to call abroad, the transmitted caller ID is never correct.
Would anyone know someone at Koodo who can have this fixed? Or how can I alert the experts in charge myself?
Here's the story in detail:
When I use my Koodo phone to call abroad, the transmitted caller ID (as shown on the receiving end's device) is never correct. Same is true for a friend's Koodo phone, so it is not only my problem.
At rare occasions the number shown has been completely wrong (indicating grey routing), but most of the time it shows almost correct with the leading 1 missing. For my 902 number, it shows as +902xxxxxxx instead of the correct +1902xxxxxxx. Sometimes it has shown as 011 902 xxxxxxx - which is OK for calls to North America, but not for calls to anywhere else.
So many people who receive my call don't pick up as they don't recognize the number. They see a Turkish number (+90 is Turkey, +1 is North America).
If they have stored my number in their telephone directory, my name shows up allright. (As usually only the last 7 digits are compared.) But if they hit the "call back" button, they end up in Turkey.
Besides, transmitting a wrong Caller ID is illegal in some countries where I call to. This could result in a fine for me and/or Telus.
An annoying mess.
And it has been like that for at least a year now. I have talked to Koodo hotline droids several times, twice for a very very long time explaining the problem time and again. They do not *understand* the problem. They asked very weird questions and finally issued ticket numbers and promised to call back (which hasn't happened). I've sent e-mails to Koodo and the response was "call our hotline" since they can't "disclose personal information".
They only have to add the leading 1 for outgoing international calls. Sounds like a simple script to me.
Believe it or not, no phone company guarantees CLID presentation on the far end, especially overseas.
You won't get in trouble if your called I'd is presented incorrectly on the far end where it may be illegal. You only have control over who you choose to purchase your international LD business from. How Koodo/Telus route their calls is outside your control.
Btw, I call overseas a lot and experience the same. I've tried a lot of players in this space and the experience is the same.
I know they don't guarantee anything. I don't want a guarantee. I just want them to fix this very simple thing on their side - it obviously is an error on their side if it is always the same issue regardless of where I call to. I don't care so much about the odd "+0000000000" or similar CLID showing up. I can live with that. But to add the missing +1 in front is something Telus has to do on their systems.
BTW, I can very well get in trouble in these countries that have outlawed false CLID. I am a citizen of such a country and travel their regularly. I know that my ID is presented wrong all the time, I have bank accounts there and I use my phone for business purposes. With roaming, I can even use my Koodo phone in that country. I'm not saying that it is very likely they prosecute me, but if they wanted, they could.
Last edited by dajs; 11-29-2011 at 10:18 PM.
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Unfortunately it's not as easy as you think. Your carrier have no control over the caller id that show up on the other end. The '+' & '0' that you referred were added by the toll switches that route the call to the other countries. Koodo doesn't own those switches and they can't do anything to change them.
The routers work fine, they take the number they receive and add a "+". This is how it should be. (The occasional +00000000 is not the issue.) Telus has to send "1902......", but they only send "902.......". Telus does not change the outgoing CLID when the call is for a destination outside North America and THAT is the problem. They just sent the same CLID as if it was a call within North America. Wrong.
I understand your frustrations about not being in the expected +1-NPA-NXX-xxxx format. I'll just throw it out there that no carrier is going to accept any fault or provide any assistance because international termination doesn't include any guarantees on the calling party information despite it maybe being expressed or implied by their marketing. It's like beating a head horse and a large telco is possibly the most stubborn dead horse you'll find.
The best you will get is perhaps trying to raise the issue about calling within North America and claiming other systems are not functioning as expected as a result of the missing calling code. Perhaps someone might chime in and update it... maybe, but I'm doubtful.